ServiceNow Analyst

Our vision is to be a leading public university of technology recognised for our global impact. We are a dynamic and innovative university, ranked by the Times Higher Education as Australia's top young university, and located centrally in one of the world's most liveable cities. With a culturally diverse campus life and extensive international exchange and research programs, UTS prepares graduates for the workplaces of today and tomorrow.

The UTS Information Technology Division is recruiting for a ServiceNow Analyst to provide expertise in the support of the ServiceNow platform.

Detailed Description

Reporting to the Enterprise Applications Support Manager, the ServiceNow Analyst will be part of UTS ITD Enterprise Applications Support Team within IT Operations. The ServiceNow platform, as implemented at the University of Technology is a strategic enterprise service management platform for staff needing to access service and support from University Services. Under the broad direction of the Manager Support, the incumbent will be responsible for ServiceNow platform administration, migrations, and level 2 and 3 support for all applications on ServiceNow platform.

If successful in applying for this role, you will:

• Manage incidents, triage, analysis, service restoration, request fulfilment, defect fixing and minor approved enhancements on ServiceNow platform.
• Implementing platform upgrades, releases, patches & hot fixes across ServiceNow production and non-production environments according to the implemented SDLC best practice framework ensuring environments are controlled and auditable throughout the development and testing cycles.
• Analyse and develop solutions using best practice.
• Have been actively involved in the implementation and support of ServiceNow at a large organisation
• Have prior Knowledge of CMDB setup and ongoing support
• Have prior Knowledge of automation, integration hub, orchestration and reporting/dashboards.
• Expert level understanding of ServiceNow with certification of skills
• Documenting knowledge required for other team members to support ServiceNow and maintenance of new, enhanced and changed application software.
• Educate and train fellow support analysts on the administration and maintenance of ServiceNow

With examples, please outline in a separate document how you meet the following four (4) key selection criteria points:

• Experience in ServiceNow platform in developing business rules, UI actions, form sections, notification events, service portal, client scripts (JavaScript) including AngularJS (Web application framework)
• System integration experience using web services and other web based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP
• Strong communication and presentation skills to facilitate workshops
• Experience working with sensitive information in security-conscious environment